Edenred

1 day ago

Coordenador de Suporte ao Cliente

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Coordinate the customer support operation across N1, N2 and analysts, ensuring smooth case handling and efficient resolution. Own SLA compliance by monitoring operational indicators and driving corrective actions, and lead/develop the support teams. Structure triage/escalation/resolution flows, manage critical incidents, and track performance metrics (response time, resolution time, backlog, productivity, CSAT) to standardize processes and continuously improve the customer experience.

Location: Brazil

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Manager level

Key Responsibilities

•Coordinate the customer support operation across three levels (N1, N2 and analysts) to ensure smooth service and efficient resolution.
•Ensure SLA compliance by monitoring operational indicators and implementing corrective actions when needed.
•Lead and develop N1, N2 specialists and analysts, driving alignment, training and a culture of service excellence.
•Structure and maintain triage, escalation and resolution flows across support levels.
•Manage critical incidents and escalations, ensuring fast resolution and proper communication with internal and external customers; analyze performance and support continuous improvement.

Key Requirements

•Complete higher education, preferably in Administration, Engineering, Information Systems, Logistics, Process Management or related areas.
•Experience managing support or operations teams.
•Experience running structured multi-level support operations (N1/N2).
•Experience managing operational indicators and SLAs.
•Experience with B2B support and corporate customer management, plus process operational improvement experience.

Education:Bachelor's in Administração, Engenharia, Sistemas de Informação, Logística, Gestão de Processos (ou áreas correlatas)

Skills:LeadershipProcess improvementCustomer focusOperational excellenceCross-functional collaboration

Certifications:ITIL

Languages:English

Company Brief

Edenred

Provides prepaid corporate services and solutions including employee benefits, meal vouchers, expense management, and fleet & mobility solutions to businesses worldwide, enabling workplace services and digitized payment solutions.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 2010

Website LinkedIn

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Edenred

1 day ago

Coordenador de Suporte ao Cliente

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: Brazil

Workplace: Onsite

Employment Type: Full time

Job Function: Executive & General Management

Seniority: Manager level

Key Responsibilities

•Coordinate the customer support operation across three levels (N1, N2 and analysts) to ensure smooth service and efficient resolution.
•Ensure SLA compliance by monitoring operational indicators and implementing corrective actions when needed.
•Lead and develop N1, N2 specialists and analysts, driving alignment, training and a culture of service excellence.
•Structure and maintain triage, escalation and resolution flows across support levels.
•Manage critical incidents and escalations, ensuring fast resolution and proper communication with internal and external customers; analyze performance and support continuous improvement.

Key Requirements

•Complete higher education, preferably in Administration, Engineering, Information Systems, Logistics, Process Management or related areas.
•Experience managing support or operations teams.
•Experience running structured multi-level support operations (N1/N2).
•Experience managing operational indicators and SLAs.
•Experience with B2B support and corporate customer management, plus process operational improvement experience.

Education:Bachelor's in Administração, Engenharia, Sistemas de Informação, Logística, Gestão de Processos (ou áreas correlatas)

Skills:LeadershipProcess improvementCustomer focusOperational excellenceCross-functional collaboration

Certifications:ITIL

Languages:English

Company Brief

Edenred

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Paris, France

Founded: 2010

Website LinkedIn